General Enquiries

Is it possible to predict the cards?

No, it isn’t. Our servers send out information only on a need-to-know basis. This means that there is no way to predict any of the upcoming cards or other players' cards. The cards are not calculated until the exact time they are sent out, meaning there is no way to know them in-advance as they don’t even exist at that point. All sent information is also heavily encrypted.

Are your cards really random?

They most certainly are. We use something called Sun Microsystem's SecureRandom function for Java. We have this system reviewed regularly and thorough testing and evaluation of the Devilfish poker software by third party auditing companies has found that: *There was no statistical bias in cards dealt as pocket cards. *There was no statistical bias in cards dealt to any of the board positions. *There were no statistical differences in the cards dealt to games involving experienced players and the cards dealt to games involving new players. Card shuffling is reviewed by Independent Auditors

Do your cards favour certain players?

Not at all. Our cards are checked and proven to be completely random and there is no reason why we would favour any player since you do not play poker against the house but other players. In a nutshell, it doesn’t matter to Devilfish which player wins so we wouldn’t risk the reputation built up over 10 years on helping a player win more or less often.

What is the minimum age limit to play at your site?

You have to be at least 18 years-old to play any of our games - both real-money and play-money. In some places you need to be older than 18 to legally gamble, it is up to the player to ensure they comply with all local and national laws in the country where they play.

How can we tell if lobby chat is really coming from the real Devilfish Support team?

If you play direct from the web site using Java all postings by the real Devilfish Support team will appear in bold text. If you play from our downloaded software all genuine posting from the Devilfish Support team will appear in Red lettering.

Poker Games

What poker games can I play at Devilfish?

All your favourite poker games are at Devilfish. Texas Hold'em, 7-card Stud (both Hi and Hi-Lo), Omaha (also Hi-Lo ) and 5 Card Draw. We offer no limit, pot limit and fixed limit Cash Games as well as single and multi-table tournaments with lots of Sit'n Go's as well.

How do I play poker games at Devilfish?

You simply sign up, log in and play our java-based games through your web-browser or you can download the game client and install it on your computer for Windows users.

Do I have to deposit money to play?

No, when you sign up you will automatically get a play-money account that you can use to play against other play-money players. This service is absolutely free. We do not, however, offer multi table tournaments for play-money players.

We also have regular freerolls which are tournaments with no entry fee but often a real money prize pool, you are welcome to take part in these without the need to deposit.

I clicked on "Raise". Why were my cards folded?

You could have been timed-out of a hand. It is not uncommon that players sometimes experience lags from their ISP and you do not see your turn coming to you until it is actually over.

Whilst Devilfish provide the platform from which you can play poker, we cannot be held responsible for the internet connection that joins you to our server.

Poker Tournaments

How long does a tournament last?

That depends on what kind of tournament it is. Expect single table Sit & Go tournaments to take about an hour. Multi-table tournaments may take several hours. In all tournaments there are blind levels, the tournament is likely to end sooner where these are turbo tournaments.

What does it cost to play a tournament?

Every tournament has a specific buy-in. In a €10 1 tournament for example the cost to play would be €11. €10 goes to the prize pool and €1 is the fee for entering the tournament. Tournament buy-ins range from nothing in freerolls to over a hundred €s.

What type of poker tournaments can I play at Devilfish?

You can play single table Sit & Go tournaments (for 2, 6 and 10 players) and multi table tournaments in Texas Hold'em, 7-card Stud and Omaha. Most tournaments are No Limit, but some are Fixed Limit or Pot Limit so there really is something for everyone.

When are the big tournaments?

You'll find a weekly calendar for all the tournaments in the tournament section of the Devilfish website. From the poker lobby, you can go to the individual tournaments own page. There you can register and find information on buy-in and prize money.

Why and how often do the levels increase?

The blinds in tournaments are increased as the tournaments progress so as to ensure that the tournaments do actually end with more players being eliminated and the remaining players having more chips on hand. The levels in single-table tournaments increase every 10 hands as standard, less than this in turbo tournaments. Full details will be available in the tournament lobby. In multi-table tournaments they are increased approximately every 15 minutes.

What is a Freeroll?

A freeroll is a multi table tournament that is free to enter where you can win cash prizes.

Software

Why is the game sometimes slow?

You could be suffering from internet lag that is often caused by poor connection between your ISP and our server. That is something beyond our control but your own connection is often improved upon if you close out other bandwidth-consuming applications such as internet browsers, file sharing programs, chat programs etc.

Why can't I see the list of tables? All I get is a grey square.

This usually means that you need to clear your "cache" (temporary internet files) and lacks the latest version of Java plug-in. You can download the Java plug-in by clicking on "Get It Now" on the Java homepage. Clear your cache by going to Tools menu on your Internet browser, choosing Internet Options, then clicking the "Delete Cookies" and "Delete Files" buttons.

Why does the game keep saying "The server does not respond" when I try to log in from my office?

You are probably sitting behind a "firewall". It's a safety measure that protects your company network from unauthorized access. Among other things it limits the communication with the outside world to a few standard channels -- and the Devilfish client-server solution is apparently not on the approved list.

Please try configuring the firewall to accept traffic on our game ports. Feel free to contact us if you need more information.

Why do I see "ghost cards" on the table?

You might be seeing residue images from previous hands as you do not have the latest version of Java plug-in for your web-browser. You can download it by visiting the Java website and clicking on the "Get It Now" tab.

I cannot connect to any games when playing from an office or University/College.

If you cannot connect to our game server through our webpage nor through the downloaded Poker application you could be behind a firewall. If you are behind a firewall then you will have to configure the firewall to allow communications on our ports.

Below are all the current ports used by the games at Devilfish: •Poker - 5700-5709, 5720, 5724 •Poker tournament - 5750-5759

How and when do I get my 1st deposit bonus?

To get the deposit bonus you need to collect enough player points to satisfy the wagering requirements. Different bonuses have different wagering requirements. As soon as you have collected the points needed, your bonus will automatically be credited to your Devilfish account.

Please note that you cannot use previously earned points to speed up the bonus payout. You must earn the points after the deposit was made.

You can check how many points you are short of your deposit bonus from My Account.

I am using the Poker download version but I am unable to connect to the server.

TIf you are receiving a message that you are unable to connect to the server but you do have access to the internet one thing that could cause the problem is if the system clock is incorrectly set. Please check that your clock settings are correct i.e date, month, year.

If this has not helped resolve the issue, please restart the program until you encounter the problems and cannot go any further then send an email to support@devilfishcasino.co.uk and our Support Team will guide you through the next steps.

I sat out for a few hands in a tournament but it doesn't let me sit back in?

Your session has expired. Quickly close the game window (table) and restart the lobby (game client). You can then rejoin the tournament while our system checks/folds your hands for you. You do not lose anything except the blinds when it's your turn to post them.

Help! I can't access your games!

If your problem is not described or answered by the other FAQ answers please contact our Support team with the following information: 1. The date and time that you were trying to play. 2. The type of game you were trying to access. 3. The operating system you are using. 4. Whether you were playing through your web-browser (Chrome / Internet Explorer / Firefox etc?) or through the downloaded application? 5. At which stage of accessing the game did you encounter problems and what actually happens? 6. Did you see any error message? 7. Your connection speed. (Dial-up / DSL / Cable?) 8. Do you experience similar problems when you try to play from your web-browser/the downloaded application? The more information you provide, the sooner you can get a resolution from us.

I have problems playing your games after I upgraded Windows XP with "Service Pack 2".

Your Windows XP security settings should have increased after upgrading it with "Service Pack 2". Please try to access our website directly, and confirm that you want to continue when asked "You are accessing a site with non-secure items. Do you want to continue? (Yes/No)".

PC or MAC? Internet Explorer or Mozilla?

Your session has expired. Quickly close the game window (table) and restart the lobby (game client). You can then rejoin the tournament while our system checks/folds your hands for you. You do not lose anything except the blinds when it's your turn to post them.

Start Playing

What do I need in order to play Devilfish Games?

You can choose to play our JAVA version games directly from your web-browser (Internet Explorer/Chrome/Firefox/Opera etc.).

As all these games are java-based, we suggest you download the latest version of Java plug-in for the first time so that your game runs smoothly.

What is the difference between playing from the web-browser and the downloaded app?

It is simply a matter of preference as you still play the same games against the same players. Playing through your web-browser means you can play from any computer as you do not have to install our software. However, the download version contains some additional features such as logging your own stats, keeping player notes, and a convenient icon on your desktop.

What happens if I am disconnected from a game?

When playing on the Internet there is always a risk of getting disconnected. That is not always dependent on your modem speed. If the connection between your ISP and our server is momentarily dropped you can be disconnected from the game but not the internet. Unfortunately, that is something beyond our control.

We do try to reduce the effects as far as possible, for instance by transferring players on auto-pilot mode in tournaments or providing "All-in Protection" in poker ring (regular) games. You can read more about these under the section, "Software and connections".

Can my friend and I play from the same computer?

Yes, you can. However, for security reasons, we allow only one Devilfish account per player and one real-money account per household.

Cashouts

Do I have to leave money in the account to keep it active?

If you run out of money on your account you will still be able to access the games. However you will only be able to join Play Money tables.

What options do I have for cashing out?

Your options are linked to the way you have chosen to fund your account and Devilfish reserves the right to cash-out any funds to the deposit options previously used on the customer account.

In other words, at Devilfish the method by which players receive cash-outs will depend upon which payment methods have been used as well as the amount of those transactions.

So, if you deposit with NETeller or Moneybookers you can cash out back to NETeller or Moneybookers.

Does it cost anything to cash out?

We do not charge any fees for cashing out. However if we send funds back via an E-Wallet there may be fees levied by the wallet provided depending on how quickly you want the funds. All the E-Wallet providers we work with offer quick, economical, secure and reliable methods for accessing your funds.

What is the quickest way to cash out?

Probably the quickest cash out option is to send the funds to NETeller or Moneybookers and then arrange from there to have the money transferred into your bank account.

My Account

I have forgotten my username or password. What do I do?

If you have forgotten your nickname or password, you can have them sent to you by using the Forgotten password page. You will then be asked for your username and a new password. An email will be sent to you and you will need to click the link in this email to confirm the change of password.

If you cannot remember your username, please contact us from the email address you have registered on your account and we will assist you further.

Can I change my nickname?

In order to be fair to all players we do not allow nickname changes. After all, the nickname is the only way players can recognize each other.

Please also note that in order to protect all players from potential fraud, including yourself, we have a strict "one account per player" policy.

How do I change my password?

You can change your password by logging in and going to "My Account" then "My Contact Details". Click on the "Change Password" tab and follow the instructions.

How come it says "The nickname and password that you have entered is not valid"? I know my password is correct.

Your password is case sensitive (it makes a difference between UPPER and lower case letters) so please remember to enter it exactly the same way when logging in as you did when signing up.

How do I login as another player if I am auto-logged in?

You will have to remove "auto-login" as the original user in order for a different user to login to the site or the games. If you are playing through your web-browser: 1. Access www.Devilfish.com and let the system auto-login the original user. 2. Click on "Log Out" on the top left hand corner of the page. 3. Un-tick the box beside "Auto Login" and/or "Remember Nickname", and log in as usual to your own account. 4. The next time you access the site you will be asked for your nickname and password.

If you are using the downloaded application: 1. Start up the game client and let the software auto-login the original user. 2. Select "preferences" from the menu and un-tick "auto-login on start up". 3. Log out or close the game client. 4. The next time you restart the game client, you will be asked for your nickname and password.

Player Points

What are player points?

Player Points are the Devilfish customer loyalty points.

What can I do with my Player Points?

The points are used to release parts of your welcome bonus and any future applicable bonuses.

We will be introducing further schemes around player points in the future.

How do I earn player points?

You earn player points through playing games for real money at Devilfish. These points accumulate by being active in raked hands.

Please Note: in Holdem and Omaha Devilfish operates a "no flop no drop" policy and a player needs to contribute to the pot in order to earn player points. In 7-Card Stud all players that are dealt cards will earn player points.

How are player points collected and how many points can I collect?

In tournaments you collect 3.6 points for each € you pay in fees. So if you play a €10 €2 Sit and Go you will collect 7.2 points. In cash games the number of poker points you collect per hand depends on a number of factors such as stake level, pot size and the individual relationship between players. Note: It is possible to collect partial points. 1. Incremental Poker Points are awarded for each 20 cent, 1 € or 5 € added to a pot (depends on stake, see table below). For each €6.15 in the pot, one full Poker Point is awarded. 2. The maximum amount of Poker Points awarded per hand depends on the stake and game being played and number of players at the table (see table below). Point Table:

Fixed Limit

Stakes

Points awarded for each

Max Points

Lower than €0.50-€1.00

20 cents in the pot

2 players: 1,8

€0.50-€1.00 to €2.00-€4.00

€1 in the pot

2 players: 3,6 3-4 players: 7,2 5 players: 10,8

Higher than €2.00-€4.00

€5 in the pot

2 players: 3,6 3-4 players: 7,2 5 players: 10,8

Pot/No Limit

Stakes

Points awarded for each

Max Points

€0.25/€0.50 or lower

20 cents in the pot

2 players: 3,6 3 players: 5,4

Higher than €0.25/€0.50

€1 in the pot

2 players: 3,6 3-4 players: 7,2 5 players: 10,8

3. Your share of the total amount of points is equal to your share of the pot. So if the total pot size is €30 and you invested €15 of those, your share of the awarded Poker Points is 50%. 4. Your share of the awarded points will be adjusted based on the internal strength relationship between players in that hand. If you take on less experienced opposition you can expect to collect (slightly) less points, if you go up against more experienced players, you will collect (slightly) more points.

Where can I see how many player points I have?

In order to see how many player points you have simply log in to My Account and you will find a detailed review of how many points you have earned. Further down you will also find information on current bonuses and how many more points you need to release the bonuses.

How many points do I earn in Casino Games?

No player points can be earned when playing in the Casino.

How do I use my player points to claim bonuses?

Bonuses are released automatically when the required number of points have been earned. Consecutive bonuses will be queued in your pending bonus account and released in turn to your cash balance when the requirements have been met. For player points freerolls, a tournament ticket will be available on your account as soon as the required player point amount is reached.

I think I'm missing some points, where are they?

It may take up to an hour for player points statistics to be updated on the "My Account" page. Please have patience and check back in an hour.

How do I earn player points?

You earn player points through playing games for real money at Devilfish. These points accumulate by being active in raked hands.

Please Note: in Holdem and Omaha Devilfish operates a "no flop no drop" policy and a player needs to contribute to the pot in order to earn player points. In 7-Card Stud all players that are dealt cards will earn player points.

Devilfish Rake Structure

The following rake rules apply to the rake structure: ◦The rake percentage of the pot size shall never exceed 5%. - If there is no flop, no rake will be taken from the pot. 0 in Pot €3.00

Mobile Phone Games

What happens if I receive a phone call when I'm playing Poker? ?

It depends on your handset, usually you will lose connection your connection to the game. This will then be treated in the same way as if you have lost your network coverage.

What are the rake rates on Mobile Poker?

Exactly the same as if you were playing through your computer.

What if somebody else uses my phone - how can I stop them playing on my Poker account?

When you first enter Mobile Poker, you will be asked for your username and password. Don't share this information with anyone.

What if my phone is stolen?

The person who has your phone will not be able to access your Poker account without your username and password but to be extra safe contact our Support Team who will be able to block your mobile access.

How do I configure my phone to access the internet?

That is a question for your handset manufacturer - check your manual, go to their website or contact them for more information.

What games are available on Devilfish Mobile?

Strobe. Texas Hold'em - Limit, Pot Limit and No Limit cash games.

How do I access tournaments from my mobile?

At the moment, Devilfish Mobile online play offers cash games only.

Where do my winnings go?

They go to your Devilfish account. You need to login to ‘My Account' on the internet to cash them out.

Who am I playing against?

All Devilfish members who are playing through their computer or mobile phones.

How do I get more play money?

You need to login to 'My Account' through the internet and request it. You can refill your play money twice a day.

How much does it cost to use Devilfish mobile?

You can use either Wireless or 3G to play poker on your Smartphone or Tablet device. We don't make a charge but your 3G network may charge you for the data transfer. Contact your phone operator for more information and/or to change your subscription to make this as cheap as possible.

What happens if I lose network coverage?

You will get an additional 30 seconds on your allotted move time to reconnect. •If you time out during a hand - connected or disconnected - your hand will be checked/folded. •If you haven't managed to reconnect before a hand commences you will be sat out. If you do not return to the table within a short time you will lose your seat.

My screen keeps going dark while I am playing?

This is a battery saving feature of your mobile which should be changeable within your settings menu (see your manual for more information), it only happens when you don't press a button for a set amount of time.

Can I earn Player Points on Mobile Poker?

Yes! You earn player points at exactly the same rate as if you were playing through your computer.

Not Getting Our Emails?

As a regular player at Devilfish, you will be aware that we send out regular promotions, updates, events and important account information directly to your email inbox.

Not Getting Emails?

Every internet service provider uses powerful anti-spam filters to ensure their customers only get the emails they wish to receive. During the process, you may find legitimate mails can get blocked. This may lead to you not receiving important emails from us - Devilfish.

Updating Your Email Subscription

There are a number of ways to make sure you don't miss our mailers: 1. Add support@devilfishcasino.co.uk to your safe list. 2. Contact our Support Team to ensure that you are subscribed to receive our emails. 3. Make sure your email address is updated and typed correctly.

ABOUT US

Devilfish Casino has been around a long time and our goal has always been to provide you with the very best casino games, massive progressive jackpot slots and a great bingo community with huge prizes. We offer huge bonuses and promotions all year round. You can now play at Devilfish Casino anywhere, we have the very best in mobile gaming software, suitable for all Android/iOS handset or tablet users. Win big with the Devilfish and enjoy an exhilarating experience that you can fit in your pocket!

Devilfish Casino is a brand managed by White Hat Gaming Limited on behalf of Caddell Limited N.V., which is regulated by the UK Gambling Commission under licence number 000-038720--319481-008 for customers in Great Britain.

White Hat Gaming Limited is a company registered in accordance with Maltese Law with registration no. C73232 whose registered office is 85 St John Street, Valletta, VLT1165, Malta and is licensed and regulated by the Malta Gaming Authority for all other customers under licence numbers: MGA/CL1/1303/2017; MGA/CL1/1304/2017; MGA/CL1/1305/2017; MGA/CL1/1372/2017 issued on the 28th August 2017.